Guild Wars 2

Hey everyone,

As you all may have guessed, this does appear to be an issue with Comcast. A simple search engine search for “Comcast Outage Map” should provide more info on the areas this is affecting.

This said, I can only advise getting in contact with your ISP for more information or for further assistance with this issue.

Hi everyone!

In an effort to narrow down the cause of this issue, please provide us the following information:

Server:
Region:
ISP:
Zone you are experiencing this issue:
Number of characters this is affecting:
Does this happen on multiple accounts or systems?:

The more information you all are able to provide the better understanding we will have in regards to this issue. Thanks everyone for your patience. We will get to the bottom of this!

Hey all,

We’re currently investigating this issue at the moment. We will update this thread as soon as we have more information to provide.

Hey everyone,

There’s a number of different reasons why you could be experiencing this issue and so these all cannot be lumped into the same thing. For those currently experiencing this issue, please submit a support ticket to our Technical Support department so that we can better assist you one on one:

https://help.guildwars2.com/tickets/new

Hey there,

I’d advise creating a support ticket so that we can better assist you one on one with this issue:
ttps://help.guildwars2.com/tickets/new

Hey there,

Are you experiencing this issue on multiple characters? Have you ever been able to get in game before? Additionally, give this a try:

1. Locate the file “GW2.exe” and right-click it, selecting “Create Shortcut.”

2. Rename this shortcut to “Guild Wars 2 Port Test.”

3. Right-click on this shortcut and select “Properties.”

4. Edit the “Target” line to include /clientport 80 at the end. Note: Please make sure /clientport 80 is outside of the quotes.

— Correctly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe” /clientport 80

— Incorrectly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe /clientport 80”

5. Once completed, click “Ok” to save your changes. If you get an error trying to save, your target line may not have the correct format. Please try Step 4 again.

6. Double click “Guild Wars 2 Port Test” and try connecting again.

Hope this helps!

Hey there,

For this particular issue I’d advise submitting a support ticket as we may need to collect some diagnostic information from you in order to troubleshoot this issue:
https://help.guildwars2.com/tickets/new

Hey there,

To start, what are your system specs? Specifically: CPU, GPU, & RAM.

For anyone else experiencing connectivity issues – please keep this thread in regards to the issue in the title alone. Other connectivity issues need to be tacked onto posts regarding the same issue or new threads need to be created in regards to your own individual issue so as to avoid confusion.

What kind of error message are you getting? The more information you’re able to provide the more quickly we can assist you with this issue.

Hi YodaYogurt,

I would like for you to delete the Guild Wars 2 folder located within your users Library folder. You can do this by following the instructions below:

1. Click on the “Finder” icon located in your dock or the desktop of your computer.
2. Hold down the “Option” key on your keyboard while clicking “Go” in the Finder menu bar. A dropdown will appear.
3. While still holding down the “Option” key, click on “Library” in the “Go” dropdown.
4. Once in the Library folder, open “Application Support” and locate the Guild Wars 2 folder.
5. Move the entire Guild Wars 2 folder to the trash and then empty the trash.

NOTE – If you are unable to locate this folder, it is possible you are looking in the incorrect “Library” folder. As your system has multiple “Library” folders, please try the steps again to locate the proper folder.

The next time you launch Guild Wars 2 it will create a new version of the folder that you deleted. Please try this and see if it resolves your issue.

Hi Obtech,

Going over your crash logs this line stood out to me in particular:
“Coherent Log: Severity=Warning, Message=PID: 4628 | 4088 02:48:41.760224 Shared textures are not properly supported on Windows 7 without Service Pack 1. Please install the latest service pack.”

That being said, if you are missing the latest service pack for Windows, please try the steps below:

1. Click the “Start” button.
2. Click “All Programs” and then click “Windows Update.”
3. Follow all steps provided, choose all of the critical updates available, and install them.

Hope this helps!

Hey everyone,

There could be any number of reasons why you could be experiencing this error which makes it difficult to lump everyone’s report here as being the same issue. True, you are getting the same error, but these are the most common causes:

- Blocked ports
- Firewalls enabled by your campus IT admins
- Client being blocked by firewalls or security software applications
- Conflicting background applications
- Malware or spyware preventing you from logging in
- An unsupported or unstable connection such as mobile connections or satellite
- DNS issues (may want to clear your DNS cache via a normal DNS flush or using Google’s Public DNS)
- Invalid winsock entries
- Lack of admin privileges

When faced with this particular error it’s usually best to narrow down all potential culprits in order to get to the bottom of the actual cause. If you’ve already eliminated the above as being possibilities then by all means please do submit a support ticket so that we can further investigate this issue!

https://help.guildwars2.com/tickets/new

Hi Paolino – What sort of hardware are you working with? Generally this happens on systems that do not meet all minimum hardware requirements.

Hi Fantoum,

What sort of hardware are you working with? Specifically, what are your CPU, GPU, RAM, and OS?

Hi alex,

What sort of hardware are you working with? Often this sort of issue isn’t connection based at all and can actually occur if your system does not meet all minimum hardware requirements or if you are missing drivers on your system for your GPU.

Hey there,

What sort of error messages are you getting (the error code number would be most helpful)? Also, you can check with your campus IT to see if all TCP ports necessary to play Guild Wars 2 are completely open (ports 80, 443, 6112 and port 6600) and unrestricted and accessible both inbound and outbound.

Thanks so much everyone for jumping on this! Now if you’re still experiencing this issue, could we get some pathpings from you all? Specifically, from this output:

pathping -4 -q 100 206.127.159.152

Hey gang,

For those of you encountering this error, could you please post your ISP, region, and server so we can further investigate this issue?

Thanks!

If anyone is still experiencing this issue – could you please post your full system specs so we can look into this issue further?

Specifically:

- CPU/Processor
- GPU/Video card
- OS
- RAM

Thanks everyone!

Hey everyone,

We’re currently looking into this issue but we’ve not yet been able to narrow down the cause. If everyone could provide the following information this would be most helpful:

- Do you use DSL, cable, dial-up, satellite, or another connection method?

- Do you use any routers, hubs, or switches? If so, could you tell us the make and model of that equipment?

- Does your computer connect wirelessly, or does it use an Ethernet cable for connectivity (quick tip: If you’re connecting wirelessly, please try a wired connection)?

- Who is your Internet service provider?

- Where are you located? Your city and state/province would be helpful.

- Are you on a home, campus, business, or military network?

- Do you use any Internet Security Applications (ISA) or firewalls such as CYBERsitter, “Net-Nanny,” ZoneAlarmr, McAfeer or NortonT?

- What troubleshooting steps have you already tried?

Thanks very much for your patience everyone!

Hey guys,

I’ve noticed this pop up for players a lot more and so at this time can you please try the following for me?

Start the Guild Wars 2 launcher.

Uncheck “Remember Account Name.”

Uncheck “Remember Password.”

Close the launcher.

Navigate to the location "C:\Users\YOUR USERNAME\AppData\Roaming\Guild Wars 2

Locate and delete local.dat from this folder.

Once deleted, go ahead and start the launcher again.

Hope this helps!

Hi there Tecnomage,

If you’re still experiencing this issue, I would advise trying a DNS flush and bypassing your router completely so you can rule that out as a possibility. Beyond this, I would advise the following to see if this resolves the issue for you:

1. Locate the file “GW2.exe” and right-click it, selecting “Create Shortcut.”

2. Rename this shortcut to “Guild Wars 2 Port Test.”

3. Right-click on this shortcut and select “Properties.”

4. Edit the “Target” line to include /clientport 80 at the end. Note: Please make sure /clientport 80 is outside of the quotes.

— Correctly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe” /clientport 80
— Incorrectly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe /clientport 80”

5. Once completed, click “Ok” to save your changes. If you get an error trying to save, your target line may not have the correct format. Please try Step 4 again.

6. Double click “Guild Wars 2 Port Test” and try connecting again.

Hope this helps!

Hey there,

Glad to see you were able to get this resolved!

Hey everyone,

Everyone has been posting some great suggestions for this error. Unfortunately this is another one of those situations in which this error can be caused from a number of different things. If you’re one of the unlucky ones who may be seeing this error, please run through the following checklist:

1. Is your connection stable? Run a trace to the Guild Wars 2 servers to see if there is any packet loss found throughout your connection en route to the game servers as a stable connection can cause this error.

2. On that note, a supported connection method is also necessary and so if you’re on a mobile, satellite. or dial-up connection, you will also likely encounter this error. In order to play Guild Wars 2, you must have a broadband internet connection.

3. Is your router properly configured to connect to Guild Wars 2? The easiest way to rule out any issues with the router would be to bypass it completely and connect directly to your modem.

If you have a router/modem combo and so a bypass simply isn’t possible, you will want to ensure that TCP ports 80, 443, 6112 and port 6600 are fully unrestricted and accessible, both inbound and outbound.

If you are connecting to Guild Wars 2 while on a campus, military, or business network, please check with your network’s administrator to verify that these ports are fully opened and unrestricted. If you are on a home Local Area Network (LAN), you will want to make sure that your network’s hardware is configured properly.

As someone else mentioned, you will also want to check your router’s security settings to ensure no router firewalls are blocking your connection to the client.

4. Ensure no security software or conflicting applications may be interfering with the client. The easiest way to rule out conflicting background applications is via MSCONFIG.

5. Be sure that you do not have any malware or spyware hanging around your system.

6. A Winsock reset is also a good way to go in troubleshooting this issue.

7. Lastly, a simple DNS flush, or even using Google’s Public DNS has been known to resolve this particular issue.

Should the above not help or should anyone have any additional questions or concerns, please do submit a support ticket and we’d be happy to be of further assistance!

Hi kalaka,

What sort of system specs are you working with? Also, was the driver successfully updated? You said you were trying to update the driver and then the game crashed. Were you trying to update the driver while playing? You may want to consider a clean installation of your video card drivers first.

Hey there,

Glad to hear the client is now installing! Definitely keep us updated if you encounter any further issues.

Hey there,

Have you tried running MSCONFIG? The KB article below should give you the instructions how to do so appropriate to your operating system (at the bottom of the article):
https://help.guildwars2.com/entries/27698133-Connectivity

Hey there,

Do you have any security software enabled by chance? Sometimes certain applications and Guild Wars 2 don’t quite get along, security software being the usual culprit.

Also, what sort of system specs are you working with? Outdated drivers can sometimes cause this sort of issue to happen.

Hey there,

A repair is definitely a great place to start. Should that not resolve the issue for you, would you mind sharing your system specs? Also – at what point are you crashing in game? Is it during a particular instance? Is it after a certain amount of time? The more information that you’re able to provide the easier it will be to provide some suggestions for you.

Hey there,

What sort of system specs are you working with? Specifically: CPU, GPU, RAM, and OS? Also, are you connecting through a router by chance? Certain router models have been known to cause black screen issues and the easiest way to rule this out would be to bypass the router completely and connect directly to the modem.

Hi Bambu,

Can you please clarify what you mean by the server being broken? If you’re trying to run a trace to that IP, you’ll need to remove the “:0” at the end of the address as it’s not actually part of the IP address, so the actual IP address would be “206.127.159.225.” To be honest I’m not really sure why it shows up that way, but it has always done that. Also, to clarify, Guild Wars 2 has a sort of “hive” of IP addresses meaning that each map and zone will have a different IP address as opposed to a unique IP address for the entire server.

Lastly, there is a thread about EU connectivity issues that we’re still collecting information on:
https://forum-en.gw2archive.eu/forum/support/tech/Latency-Lag-for-EU-Players-merged/page/3#post4456597

Just curious to see the response here – is there any change in performance when playing in FullScreen mode? We’ve seen this issue occur mostly in “Windowed” and “FullScreen Windowed” and we’d like to see if you all experience any difference while playing in FullScreen mode.

Thanks again everyone!

Hey everyone,

I appreciate the wealth of info that you’ve all provided and rest assured, we’re still hammering away at this issue though we can’t say for certain when we will have a fix rolled out as these types of issues can often be very difficult to repro in house.

That said, we’re still investigating the issue but in the mean time, if you haven’t already, I’d advise turning on Vertical Sync or setting the Frame Limiter to 60 FPS as this does appear help (at least for some).

I’m sorry I don’t have more news to provide at the moment though I would advise checking back with this thread for more updates on the issue.

Hey there,

Do you have any security software running by chance? Have you tried simply running the client as admin? Lastly, what sort of system specs are you working with?

Submitting a ticket is the best way for us to collect this information from players, but on top of the information requested by Gaile, it would be incredibly helpful to get system information as well: OS, CPU, GPU, RAM, Mobo, and whatever else you feel like sharing. It would also be helpful to know what your FPS was originally, and what you’re seeing now, or if there is anything in particular that causes these FPS drops or if they’re consistently low.

Remember, the more information that you’re able to provide the more helpful this will be to us in investigating this issue.

Hey there,

There’s a number of different reasons why client files can become corrupt. If you find the client keeps trying to repair itself when you start up, or you’re unable to complete a repair, it’s possible the files have become corrupt beyond repair and your best bet would be a complete reinstall.

Hi Ulof,

Would you mind sharing your system specs? There’s a number of different reasons why you could be experiencing this issue and unfortunately this is just a small portion of the crash log. You should be able to attach the full report here by clicking “More posting & formatting options…”

In regards to specific system specs, OS, CPU, GPU, and RAM are usually the best place to start, and it’s always good to cover the basics such as trying a simple repair and ensuring your video card drivers are up to date.

Hey there,

I would advise posting this to the ‘Forum and Website bugs’ so this issue can get the proper attention.:)

https://forum-en.gw2archive.eu/forum/support/forum

This sounds to me like the “TDR bug” given the description. You can find more info about this on Nvidia’s forums as they do have an official statement regarding the issue.

there is no known single cause of this issue. The common causes are failing power supply, failing video card, corrupt Windows, corrupt drivers and even just simple overheating. Technically speaking, this is an issue Nvidia needs to solve because it’s their TDR (Timeout Detection and Recovery) system that is crashing the driver. In essence, something is crashing the video driver and instead of locking the entire PC and forcing a reboot, the drivers now crash, you get that error message and they reset, keeping you in Windows. Specifically from that forum post:

How does TDR work? Timeout Detection and Recovery

Windows Vista and later operating systems attempt to detect situations in which computers appear to be completely “frozen.” They then attempt to dynamically recover from the frozen situations so that their desktops are responsive again. This process of detection and recovery is known as timeout detection and recovery (TDR).

Common issues that can cause a TDR:

- Incorrect memory timings or voltages
- Insufficient/problematic PSU
- Corrupt driver install
- Overheating
- Unstable overclocks (GPU or CPU)
- Incorrect MB voltages (generally NB/SB)
- Faulty graphics card
- A badly written driver or piece of software, but this is an unlikely cause in most cases
Driver conflicts

There are no categoric fixes but some users have found that changing the power management mode to ‘Prefer Maximum Performance’ has helped.

Hey there,

At this time, I would like you to try the following steps:

1. Navigate to your Guild Wars 2 folder, which by default would be C:\Program Files(x86)\Guild Wars 2.
2. Move this folder to a new location like C:\Games\Guild Wars 2. The location doesn’t matter specifically, as long as it’s outside of Program Files and Program Files(x86).
3. Navigate to this new location and “Right-click” on “GW2.exe” selecting “Create Shortcut.”
4. Rename this shortcut to “Guild Wars 2 Admin Mode.”
5. “Right-click” on “Guild Wars 2 Admin Mode” and select “Properties.”
6. Click the “Compatibility” tab.
7. Checkmark “Run this program as an Administrator.”
8. Click “Ok.”

Once completed, let’s go ahead and repair the new installation location:

1. Right-click on “GW2.exe” and select “Create Shortcut.”
2. Rename this shortcut to “Guild Wars 2 Repair.”
3. Right-click on this shortcut and select “Properties.”
4. Edit the “Target” line to include -repair at the end. Note: Please make sure -repair is outside of the quotes
-- Correctly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe” -repair
-- Incorrectly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe -repair”
5. Once completed, click “Ok” to save your changes. If you get an error trying to save, your target line may not have the correct format. Please try Step 5 again.
6. Right-click “Guild Wars 2 Repair” and select “Run as Administrator.”

Allow the repair to run and once completed, double click on “Guild Wars 2 Admin Mode” to launch the game.

Hope this helps!

Hey glad to hear you managed to get this issue resolved and thanks for sharing how you did so!

That being said, I am going to go ahead and lock this thread.

Hey there AESOkami,

While we’re still investigating these issues with the Mac Beta client, could you please submit a ticket so that our Customer Support Team can gather some more information and possibly try a few things with you in regards to troubleshooting? The link below should steer you in the right direction for contacting support:
https://help.guildwars2.com/anonymous_requests/new

Hey there,

What sort of error messages are you getting when you try to get in game? The more information that you’re able to provide the more likely someone can help you with this issue.

Hey there,

It looks like your issue is that you’re missing video card drivers. If you look at the Game Advisor report you can see it here below:

Display Devices
———————-
Card name: Standard VGA Graphics Adapter
Manufacturer: (Standard display types)
Chip type: Intel® HSW Mobile/Desktop Graphics Chipset Accelerated VGA BIOS
DAC type: 8 bit
Device Key: Enum\PCI\VEN_8086&DEV_0416&SUBSYS_07811025&REV_06
Display Memory: n/a
Dedicated Memory: n/a
Shared Memory: n/a
Current Mode: 1600 × 900 (32 bit) (1Hz)
Monitor Name: Generic PnP Monitor

So I would installing video card drivers as this should resolve the issue for you.

Hey there,

What sort of system specs are you working with? Are your video card drivers up to date?

Hi Muusic,

Your processor may have a “turbo boost” feature on it that overclocks automatically when running system heavy applications (like Guild Wars 2). You may want to try disabling this feature to see if you’re still experiencing crashing as Guild Wars 2 is a bit sensitive to overclocking (not the case for everyone, but this has resolved the issue with these processors for many).

Hey there,

Have you tried running as admin or disabling security software? You’ll also want to be sure all system drivers are up to date as well. I know this is pretty basic stuff, but always best to start with the basics until we get more information.

Hi Belisario,

There’s a number of different reasons why you could be crashing and so the more information that you’re able to provide the more quickly you’re likely to get some help on this issue. That said, what sort of system specs are you working with? And as someone mentioned previously, if you could post a crash log, this would be helpful as well.

Hey there,

From the error you’ve reported it appears as though you have what’s known as the TDR bug. As outined on Nvidia forums (https://forums.geforce.com/default/topic/389688/geforce-drivers/nvidia-statement-on-tdr-errors-display-driver-nvlddmkm-stopped-/) there is no known single cause of this issue. The common causes are failing power supply, failing video card, corrupt Windows, corrupt drivers and even just simple overheating. Technically speaking, this is an issue Nvidia needs to solve because it’s their TDR (Timeout Detection and Recovery) system that is crashing the driver. In essence, something is crashing the video driver and instead of locking the entire PC and forcing a reboot, the drivers now crash, you get that error message and they reset, keeping you in Windows. Specifically from that forum post:

How does TDR work? Timeout Detection and Recovery

Windows Vista and later operating systems attempt to detect situations in which computers appear to be completely “frozen”. They then attempt to dynamically recover from the frozen situations so that their desktops are responsive again. This process of detection and recovery is known as timeout detection and recovery (TDR).

Common issues that can cause a TDR:

Incorrect memory timings or voltages
Insufficient/problematic PSU
Corrupt driver install
Overheating
Unstable overclocks (GPU or CPU)
Incorrect MB voltages (generally NB/SB)
Faulty graphics card
A badly written driver or piece of software, but this is an unlikely cause in most cases
Driver conflicts
Another possibility that people tend not to like to hear, is that you are simply asking too much of your graphics card. What I mean by this, is that if you have your settings too high and the graphics card struggles and falls to very low FPS, then something graphically complex occurs, the GPU may not be able to respond and a TDR error may occur. There are no categoric fixes but some users have found that changing the power management mode to ‘Prefer Maximum Performance’ has helped.